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In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not be taken into account when routing the queued calls to an agent.

To meet this requirement, to which type of call distribution method should the hunt group> be configured?

A.

Direct Department Calling (DDC)

B.

Uniform Call Distribution Most Idle Agent (UCD-MIA)

C.

Uniform Call Distribution-Least Occupied Agent (UCD-LOA)

D.

Dynamic Agent Selection (DAS)

E.

Expert Agent Distribution-Most Idle Agent (EAD-MIA)

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

A.

It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need.

B.

It provides basic reporting on Vectors, Agents, and Trunk Groups.

C.

It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

D.

It provides options for selecting among available agents with the same skill.

E.

It enables recorded announcements to be played to incoming calls.

When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three features are added? (Choose three.)

A.

Service Level Maximize

B.

Advocate

C.

Hunt Group

D.

Call Management System (CMS)

E.

Agent Selection (EAS)

Which option describes a feature access code?

A.

any group of 1 to 4 digits which can include asterisk (') and pound (#) signs at the beginning

B.

any group of 1 to 6 digits

C.

any group of 1 to 4 digits where an "(asterisk) can appear anywhere

D.

any group of digits and asterisks (*) or pound signs (#)

Refer to the exhibit.

Given the information in the exhibit, what happens to a call if someone calls this vector on Tuesday January 1 at 10:00?

A.

The call will be routes to 2048

B.

The call will queue to skill 1

C.

The call will be disconnected

D.

The call will be routed to 2049

To improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check if the remote site can accept a call and has an agent available. You only want to interflow calls that are at the top two positions queue.

Which command would be entered in the vector to accomplish this?

A.

route-to number 9581234 with cov y if interflow-qpos=2

B.

route-to number 9581234 with cov n if interflow-qpos<=2

C.

route-to number 9581234 with cov n if interflow-qpos<2

D.

route-to number 9581234 with cov y if interflow-qpos>=2

Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)?

A.

Hunt groups are set to the skill hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to no.

B.

Hunt groups are set to be skill hunt groups If ACD Is set to yes, and Expert Agent Selection is set to yes.

C.

Hunt groups are set to be skill hunt groups if the ACD Is set to no, and if Expert Agent Selection is set to yes.

D.

Hunt groups are set to be skill hunt groups if the ACD is set to no, and If Expert Agent Selection is set to no.

What are the four mandatory and optional parameters in a Vector Directory Number (VDN) configuration? (Choose four.)

A.

Vector

B.

Measured Format

C.

Agent Login

D.

Skill Preferences

E.

Extension

F.

Hunt Group

Which statement about concurrent agent user licenses is true?

A.

Number of agents that can be registered in more than one Communication Manager simultaneously.

B.

Number of agents that can be added to the system.

C.

Only the specified number of licensed units can gain access to more than one skill at a time.

D.

Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.

Which property of the SET command makes the command unique when dealing with variables?

A.

The SET command allows variables to be manipulated using arithmetic and string operators

B.

The SET command allows you to place calls in a particular queue

C.

The SET command allows a group of variables to follow a specific pattern

D.

The SET command reassigns variables to new values during the process of a vector